Position Information Summary The After Sales Manager is responsible for leading and managing all after-sales operations for trucks and buses, ensuring high levels of customer satisfaction, service quality, and profitability. The role oversees workshop operations, spare parts availability, warranty administration, service contracts, and customer support while ensuring compliance with manufacturer standards and company policies.

Reporting To: Chief Executive Officer

Key Responsibilities

• Manage the overall after-sales business, including workshop, spare parts, warranty, and field service operations.
• Develop and implement strategies to improve customer satisfaction, retention, and service revenue.
• Ensure efficient workshop operations, including job planning, productivity, quality control, and timely vehicle delivery.
• Monitor and improve key performance indicators (KPIs) such as workshop efficiency, technician productivity, first-time fix rate, and customer satisfaction.
• Oversee spare parts inventory management to ensure optimum stock levels and parts availability.
• Manage warranty claims, ensuring accurate documentation and timely submission in line with manufacturer requirements.
• Build and maintain strong relationships with fleet customers and key accounts through regular visits and proactive support.
• Lead, coach, and develop service advisors, workshop supervisors, technicians, and parts personnel.
• Ensure compliance with health, safety, environmental, and quality standards.
• Prepare annual budgets, monitor expenses, and achieve departmental profitability targets.
• Analyze service performance reports and implement continuous improvement initiatives.
• Coordinate with sales, technical support, and manufacturers on product issues, recalls, and service campaigns.
• Ensure all service processes comply with manufacturer guidelines and company policies.
• Handle customer complaints professionally and ensure timely resolution.
• Identify opportunities to increase after-sales revenue through maintenance contracts, value-added services, and customer loyalty programs.

Qualifications

• Bachelor s degree in mechanical engineering, Automotive Engineering with Business Administration, or a related field.
• Professional certifications in automotive or commercial vehicle service management are an advantage.

Experience

• Minimum 10 years of experience in commercial vehicle after-sales operations, including preparing budgets and P&L management
• Minimum 5 years in a managerial role within a truck and bus dealership or commercial vehicle manufacturer.
• Experience in establishing and managing workshop operations, spare parts, warranty, and customer service.
• Experience in Dealer and Service Partner Management

Required Skills

• Strong leadership and team management skills.
• Excellent knowledge of truck and bus maintenance, diagnostics, and repair processes.
• Understanding of dealer management systems (DMS), ERP systems, and workshop management software.
• Strong financial and budget management skills.
• Excellent customer relationship and conflict resolution abilities.
• Analytical and problem-solving skills.
• Effective communication and negotiation skills.
• Ability to work under pressure and achieve performance targets.
• Proficiency in Microsoft Office applications.

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• Workshop productivity and efficiency
• Technician utilization rate
• First-time fix rate
• Service revenue growth
• Spare parts sales growth
• Warranty claim accuracy and recovery
• Vehicle turnaround time
• Customer retention rate
• Department profitability
• Health and safety compliance

Technical Competencies

• Commercial Vehicle Diagnostics
• Workshop Operations
• Fleet Maintenance
• Warehouse & Inventory Management
• ERP Systems (SAP/Odoo)
• Warranty Systems
• Technical Reporting
• Root Cause Analysis
• Preventive Maintenance Planning
• KPI Dashboard Development
• Budgeting & Financial Analysis
• Contract & SLA Management
• Government Tender Support

Language Requirements

• Fluent English (Mandatory) verbal and written.
• Arabic (Mandatory) conversational and business communication with customers, government entities, and service partners.

Other Requirements

• Middle East /Oman Driving License.
• Willingness to travel extensively across the Sultanate of Oman and Middle east.
• Ability to support customers personally during emergency breakdowns and critical fleet operations.
• Strong understanding of Government procurement processes and public-sector customer expectations.

Reporting Line

• Reports to: CEO / Dealer Principal / Aftersales Director
• Direct Reports: Workshop Manager/Supervisor Service Advisors Parts Manager Warranty Administrator Field Service Team Technicians (directly or through supervisors)

Desired Candidate Profile

Bachelor s degree in mechanical engineering, Automotive Engineering with Business Administration, or a related field. Professional certifications in automotive or commercial vehicle service management are an advantage. Minimum 10 years of experience in commercial vehicle after-sales operations, including preparing budgets and P&L management. Minimum 5 years in a managerial role within a truck and bus dealership or commercial vehicle manufacturer. Experience in establishing and managing workshop operations, spare parts, warranty, and customer service. Experience in Dealer and Service Partner Management. Strong leadership and team management skills. Excellent knowledge of truck and bus maintenance, diagnostics, and repair processes. Understanding of dealer management systems (DMS), ERP systems, and workshop management software. Strong financial and budget management skills. Excellent customer relationship and conflict resolution abilities. Analytical and problem-solving skills. Effective communication and negotiation skills. Ability to work under pressure and achieve performance targets. Proficiency in Microsoft Office applications. Middle East /Oman Driving License. Willingness to travel extensively across the Sultanate of Oman and Middle east. Ability to support customers personally during emergency breakdowns and critical fleet operations. Strong understanding of Government procurement processes and public-sector customer expectations.